Independent · not part of RHP
RHP repairs: how to report a repair, phone numbers and timescales
How to report a repair to RHP: the repairs phone number and emergency line, reporting a repair online, and how long RHP has to fix it. RHP’s own target for routine repairs is 28 working days.
Other names: Richmond Housing Partnership, Richmond Housing Partnership Limited
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: rhp.org.uk
Has RHP been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet RHP’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, RHP’s emergency line is here.
How to report
Reporting a repair to RHP
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If RHP misses its own target, complain. You may also be able to claim.
- Contact formOnline contact form with topics for repairs, damp and mould, and complaints: rhp.org.uk/contact-us
Emergency repairs
When to call RHP straight away
Phone RHP straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 8am to 5pm for repairs, and 24 hours a day for emergency repairs. The number is in RHP’s repair contacts.
- 01Total loss of power
- 02No hot water (winter months only)
- 03Hot water coming out of cold taps
- 04Major leaks from pipes or the roof
- 05No heating between September and April when it’s below 10°C
- 06Blocked outside drains
- 07Dangerous electrical fittings
- 08Major structural damage, or a broken toilet if you have no other
What counts as an emergency, from rhp.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell RHP.
Timescales
How long RHP has to fix it
RHP’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | RHP’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend within 4 hours and make safe within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 28 working daysAttend within 5 working days and complete within 28 working days. | No fixed legal limit unless it’s a hazard |
| Routine | 28 working daysAttend and complete within 28 working days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards are made safe within 24 hours. Significant hazards are investigated within 10 working days, with a written summary within 3 working days of the inspection, safety work started within 5 working days and follow-on work within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from rhp.org.uk and RHP’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 working days ago? That’s past RHP’s own target. You could claim compensation.
Start your claimYour options
If RHP doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with RHP for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to RHP
This can get RHP to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order RHP to put things right.
How to complain to RHPYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to RHP
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to RHP
Acknowledged within 5 working days, with a full reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a final reply within 20 working days (up to 20 more working days if they explain why).
- Then
Housing Ombudsman
Independent. It can order RHP to put things right.
RHP’s record
How RHP performs on repairs
of RHP tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about RHP in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about RHP
Sources: RHP tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
RHP’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
RHP repairs: questions
What is RHP’s repairs number?
0800 032 2433. Weekdays 8am to 5pm for repairs, and 24 hours a day for emergency repairs.
What is RHP’s emergency or out of hours repairs number?
0800 032 2433 (Repairs line). Weekdays 8am to 5pm for repairs, and 24 hours a day for emergency repairs.
Can I report a repair to RHP online?
Yes, at portal.rhp.org.uk. Request routine repairs and manage appointments. You need to log in. Phone for emergencies, gas, heating and hot water, and serious damp and mould.
How long does RHP have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for RHP tenants?
Since 27 October 2025, RHP must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. RHP’s own damp and mould commitment: Emergency damp and mould hazards are made safe within 24 hours. Significant hazards are investigated within 10 working days, with a written summary within 3 working days of the inspection, safety work started within 5 working days and follow-on work within 12 weeks.
How do I complain about a repair to RHP?
Complain to RHP first, online or by phone on 0800 032 2433. Acknowledged within 5 working days, with a full reply aimed for within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from RHP?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with RHP for you. It’s free to check.
Start your claimIs Report Repair part of RHP?
No. Report Repair is independent and not part of RHP or any council or housing association. We show RHP’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What RHP has to fix, by problem
Not RHP?
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Reported a repair to RHP and still waiting?
About 2 minutes. No documents. Free to check.